Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping …
The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a …
In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant …
Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic …
Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming …
Subscription models have become a dominant business model across many industries, from streaming platforms and online learning to digital services and meal kits, with many products and services that were …
For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution …
At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service …
The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely …
Australia’s long-standing connection with SMS has endured significant evolution in the mobile landscape, through increasing smartphone penetration, the rise of Over-the-top (OTT) messaging, mobile payments and expanding digital commerce industries. …